ForeSee Builds Contact Center Client Roster in 2013
19 new companies now measuring customer experience in the contact center span
industries, including retail, consumer products, finance, utilities, and more
ANN ARBOR, Mich., Nov. 21, 2013
ANN ARBOR, Mich., Nov. 21, 2013 /PRNewswire/ --ForeSee (www.ForeSee.com), the
global leader in technology-driven customer experience analytics, announced
today that 19 new companies have started measuring and analyzing the contact
center customer experience with ForeSee. The companies include Allstate,
Bissell, British Airways, Build-A-Bear Workshop, DTE Energy, Pearson Higher
Education, among many others. Many of these customers already use ForeSee to
measure their customers' experience with touch points such as web, mobile, and
ForeSee's customer experience analytics go beyond basic efficiency metrics by
helping organizations understand how well their contact centers handle
interactions with customers and what to improve for future business success.
Organizations gain both strategic and tactical insights across their entire
contact center operations, including multiple touch points (live agent, IVR,
chat, and email) and interaction types (sales, service) with ForeSee's
best-in-class measurement system.
"Keeping a pulse on consumers' experiences with the contact center is critical
to an organization's success across all channels," said Eric Head, ForeSee's
senior director of sales. "By measuring the customer experience correctly, a
company gains actionable insights into areas for improvement while
simultaneously using the predictive quality to project future success."
ForeSee provides insight by measuring critical aspects of the contact center
experience—such as knowledge, accessibility, and professionalism—from the
perspective of the customer. ForeSee's proven methodology provides contact
center managers with actionable data that can be used to coach and reward
agent behaviors, while the C-suite can focus on the actions that can best
increase the return on investment.
"While the contact center tends to be the last resort for customers to engage
with a company, it is, in a way, the company's last line of defense for
securing and maintaining a customer's loyalty and relationship," said Larry
Freed, president and CEO of ForeSee. "Our research consistently demonstrates
the powerful effect of customer satisfaction as we work with organizations
that carefully measure and hone their contact center strategies to increase
As a pioneer in customer experience analytics, ForeSee continuously measures
satisfaction across customer touch points and delivers critical insights on
where to prioritize improvements for maximum impact. Because ForeSee's
superior technology and proven methodology connect the customer experience to
the bottom line, executives and managers are able to drive future success by
confidently optimizing the efforts that will achieve business and brand
objectives. The result is better business for companies and a better
experience for consumers. Visit www.foresee.com for customer experience
solutions and original research.
For more information contact:
Sarah Allen-Short, 734-327-3852
Press spacebar to pause and continue. Press esc to stop.